Quality Assurance Analyst

Started in 2016, FreedomCare is a Healthcare company that is innovating and revolutionizing the way home care is delivered. We bring dignity and support to patients needing care in their homes and to the caregivers who care for them. We’re the largest consumer-directed home care agency in NY State, and are continually expanding our areas of focus including operations in other states and tech-based innovations.  

We pride ourselves on our values which drive the level of care that we deliver to our patients:

• Here For You (An attitude of service, empathy, and availability)
• Own It (Drive and ownership)
• Do the Right Thing (High integrity)
• Be Positive (Great attitude and a can-do positive approach to challenges)

Join our team and make a positive impact on the lives of others! We are looking for a Quality Assurance Analyst for our Quality & Service team.

This role is remote with potential travel to our main office in Lake Success, NY and/or the FreedomCare hub closest to you.

Department & Position Overview 

As part of our core value of “Do the Right Thing,” Quality & Service Excellence is the backbone for ensuring we deliver quality results and interactions to our customers while working with leadership on addressing defects in service and repairing relationships that may been impacted by poor quality.

Acting as a champion for enhancing quality, this role will conduct “deep dives” into core defects identified via AutoQA scores, manual scores, and customer interactions and feedback to identify and help leadership resolve customer service issues, defects, and other potential concerns as they arise.

In this role, the incumbent will exercise the ability to lead without authority and be the voice of quality for the organization. The Quality Assurance (QA) Analyst will work with specified business segments and their leaders to help establish and enforce quality and compliance standards across the entire FreedomCare brand while ensuring the relationship with the customer is protected

Responsibilities 

• Reviews business process specifications in regard to service and compliance standards to understand the scope, requirements, and function of the representatives they are evaluating.
• Identifies appropriate parameters, functions, and data to observe and evaluate; parameters may include general function, validity of results, accuracy, reliability, and compliance with legal and company standards.
• Conducts evaluations to ensure agents perform according to business segment requirements and within established guidelines
• Identifies, logs, and reports significant variations to service standards and defects.
• When an agent does not perform within specifications, reports defects to leadership while identifying and recommending solutions, improvements, and updates.
• Performs other duties as assigned as is relates to Quality and Service Excellence.

The Ideal Candidate – Qualifications

• At least 6 months of QA related experience required in a role where call listening and evaluations are a regular part of your daily focus
• Extensive knowledge of FreedomCare business processes across CX and expansion states.
• At least 6 months of experience in a quality role or internal FreedomCare department.
• At least 6 months of experience using Observe AI, or an equivalent system, as an evaluator.
• Excellent organizational skills and attention to detail.
• Ability to implement a QA strategy plan from specifications or verbal communications.
• Excellent interpersonal skills with the ability to serve as a liaison with senior leaders, project managers, and customer support leadership.
• Strong customer service and ability to focus on the customer and their needs and perceptions.
• Strong analytical and problem-solving skills.
• Proficient with Microsoft Office Suite, ZenDesk, and related software.

Why work at FreedomCare?

We are here for you and committed to providing a best-in-class employee experience. We offer competitive compensation, medical benefits, retirement plans, wellness programs, fun company events and ongoing learning opportunities to grow your career.

This is a place where your voice matters, where we build great relationships, and your work has meaning and a tangible positive impact on others!

At FreedomCare, we celebrate diversity and are committed to creating an inclusive environment for all employees. We are an Equal Opportunity Employer and do not discriminate based upon race, religion, color, national origin, ancestry, age, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, status as a protected veteran, status as an individual with a disability, citizenship or immigration status, or other applicable legally protected characteristics.

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